Last Updated:
Riyaaz Amlani, the entrepreneur behind Social and several other restaurant brands, has shared a simple piece of advice that he believes every founder should follow.
Riyaaz Amlani says customer complaints are not setbacks but opportunities to improve and grow a business. (Image – navan.jaiswal)
After spending more than three decades building some of India’s most successful restaurant brands, Riyaaz Amlani believes one of the most valuable business lessons comes directly from unhappy customers.
The entrepreneur behind brands such as Social, Slink & Bardot and Bandra Born recently shared a piece of advice that has helped shape his business journey over the past 35 years. Amlani, whose hospitality ventures collectively generate around ₹900 crore in annual revenue, said entrepreneurs should pay close attention whenever customers complain.
According to him, complaints are often more valuable than compliments because they reveal problems that businesses may otherwise overlook. While praise can be encouraging, criticism provides an opportunity to improve products, services, and customer experiences. His message resonated with many aspiring founders and professionals online, who praised the straightforward yet practical nature of the advice.
Many users also applauded Amlani’s approach to leadership and customer service. “Jahan owner ka passion dikhta hai🔥, wahan har guest smile karta hai.🙌❤️,” wrote one commenter, suggesting that a founder’s commitment often reflects in the overall customer experience.
Another user added, “Well said. Good job. Appreciate the hard work, focus, and commitment shown,” praising the entrepreneur’s decades-long dedication to building successful brands.
The advice struck a chord with social media users, many of whom shared their own experiences. Several commenters noted that companies often spend large sums gathering market insights, yet customers frequently provide valuable feedback for free.
One user remarked that “every complaint is essentially a free consulting session,” while another said the best businesses are often those that listen carefully when something goes wrong.
Others pointed out that customer complaints can serve as an early warning system. “People who complain still care enough to give feedback,” one commenter wrote, adding that the bigger concern is when dissatisfied customers simply leave without saying anything.
Another user noted that many successful companies grow because they continuously refine their offerings based on customer experiences rather than relying solely on internal assumptions.
Read More
